Scanlan Theodore

I visited Scanlan in Paddington to try on a few pieces and had a great experience! Stella helped me pick out some gorgeous clothes and was so lovely and helpful with styling. All of the clothes were exceptional quality and fit. Definitely will seek out Stella next time I want to buy from Scanlan Theodore.

I have had multiple visits to this store recently and each time I’ve had the pleasure of being looked after by Vida. Vida knows the clothing intimately and has the expertise to be able to look at a body type and make recommendations based on that along with your own personal style. Each time she has chosen perfect pieces for me that I absolutely love!!
Definitely recommend seeking out Vida if you’d like some help with styling - beautiful service and a gorgeous woman!!

I dont usually write reviews but I loved walking in to Scanlon today. They made me feel special. Julia Roberts eat your heart out! I wasnt even dressed for the occasion tbh. But the cream on the cake was Anneliese who served me. What a delight. What amazing customer service

I had a wonderful experience with sales staff. They were helpful but not too lingering, friendly and helpful. It was a Saturday that I went in. I love the store design and the clothes.

My favourite brand and my favourite store. The staff go out of their way for you and there is so much stock you are bound to find something you love. The renovations done to this store earlier this year are exquisite. Best store ever!

Helpful staff always beautiful clothing

Fantastic sales assistants.

A wonderful experience in the Paddington Store ... attentive staff .
However I have been trying to ring today to cancel a lay-by but no one picked up .
Maybe very busy .
Look forward to hearing from a staff member Tomorrow ..
Thank you

Be careful if you decide to shop with this store! Most terrible customer care. The store is not reliable at all.

Our credit note $650 has expired due to the lockdown last year. It was the money from our own pocket not any promotion. And when we found out, the departments started to kick the ball to each other. We have been to the boutique in person many times. And the staff said they can put through a request to the head office and that’s how they normally help the customer whose credit expired. The process last about one year.

The issue finally got the result which is simply ‘the transaction automatically happened, therefore can not be reissued.’ What is the point if the store already decide not to give the money back to the customer and pretend they can help?

The customer care only said they simply can not do anything. That’s the worst service and most ridiculous regulation I have ever met.

Unfortunately Scanlan quality and after care is terrible.
I’ll start this review by saying Scanlan truly make beautiful clothes that make you feel gorgeous in store but that’s where it ends.
I have recently had the worst experience with Scanlan’s quality and particularly their after care and their ‘garment care assessment team’.
I purchased a rib crepe knit pleated dress for $900. The fabrication was familiar to me as I have other pieces in this fabric.
I wore this dress twice and kept it folded in a drawer to ensure it didn’t stretch. I took it out to wear again and realised the dress had stretched by at least 3 sizes.
It was no longer a midi style as it was when purchased and it was now longer than my height and unwearable.
I then took the item to Scanlan who refused to look at it, they were adamant it was my problem for hanging the item. Which I of course hadn’t done as I had other items in this fabric and knew what could happen if not looked after properly.
After much discussion the girl in the store agreed to send an email to their head office for a review but refused to take the item for physical assessment.
I was then asked to email a photo of the dress which showed how much the dress had stretched. After a number of weeks I received an email from the garment assessment team with a ‘decision’ informing me it was all my fault for hanging the item (which I hadn’t) and they wouldn’t be accepting any responsibility for their quality of fabric whatsoever.
I then made a final plea for help to the Paddington store and asked them to review the dress since garment care never physically inspected the dress. The assistant store manager was lovely and offered to raise with her senior manager. After a few days of waiting I received another disappointing message from scanlan ‘ sorry but we take no responsibility for our quality’. This has been such a terrible experience for me as Scanlan has been one of my favourite brands for years and now I’m quite sure I would never shop there again. Scanlan you have lost a loyal customer!

Today (3/5/23) I was greeted by a lovely lady, named Caroline, who was extremely accommodating, so I am thankful for her service, despite the obnoxiously rude lady working alongside her. I understand retail can have its challenges, but that is no excuse to treat paying customers in a demeaning manor. This particular lady was very impolite and disrespectful to myself and my daughter. I felt quite belittled in that moment in response to her arrogance. Her actions were very unprofessional and being a lover of this brand, their image has now been tainted. Ultimately, this negative encounter has deterred me from purchasing at Scanlan Theodore, PADDINGTON as they are undeserving of sales. Not to mention,
other customers were around and were witnessing her immoral behaviour… not the best way to represent your values.

Good Evening,

On Saturday the 18th of October I went to your Paddington boutique. When I entered the boutique an incredibly rude and unprofessional sales assistant looked me up and down from head to toe. I am 29 years old and I felt like I was being judged and bullied. I told the horrible sales assistant that I would like to try on the crepe knit square neck dress. She said there was only one in the store and that it was large (I am a small/ medium). I asked the sales assistant if it would be possible to please order my appropriate size to the store and that I would like to lay by the dress.

The incredibly aggressive sales assistant snapped at me that they do not offer this service and that if I wanted the dress I would need to pay in full. I told her that it says online I can lay by the dress and I had previously phoned the head office and they had told me I could lay by the dress from any of your boutiques. The rude sales assistant snapped at me that 'she was not trying to start something with me'.

I tried on the dress, felt so uncomfortable and left the store. This bully of a sales assistant made me feel insecure and judged. I do not believe that this woman is a good representation of your brand. I wanted to share my experience in the hope that she never makes another person feel this way. This woman is a bully and this incident should be followed up with the staff in the store.

I purchased a (full priced) dress online and when I received it, it didn’t match its online description. Failing to fully read the T&Cs, I made the mistake of taking it to my local Scanlan boutique to explain the situation and request a refund. Without any discussion, I was handed a credit note (rather than a refund to the original tender). I raised my concerns to the online sales team. After a brief email exchange, my requests to speak with a manager were completely ignored. It’s such a pity as I really love their garments including their double crepe knits. However I value good customer service which includes responding to feedback and working to find a solution.

Terrible customer experience at the store. Google maps and website operating hours published open till 5.30pm, but was closed at 5pm.

Store assistant reluctantly opened door when I stood outside - did not want to serve customer and was unapologetic ‘We’re closed early as we’ve got to pack the van you see over-there’ pointing to a van on the road. Please value your customers’ time for showing up at your store, and provide some service inline with the value of your clothing or customers will start going elsewhere.

Disappointing Saturday experience. Front door locked in my face with no explanation as I tried to walk in. No service on the floor. Finally made it to the change rooms and had to ask 3 times for a different size in an item. Have shopped at this store previously and had a very different experience, this felt like being in Zara. Very disappointing as I was wanting to buy an item but felt so unwelcome that I left it.

Online experience was terrible. You have to pay out of pocket for postage returns and if you’re covering for insurance you can be paying between $50-$100 for a domestic return with Australia post. Absolute rip off.

Came in to purchase a dress and the staff told me it was not in stock at this store. I ended up buying it online and it was shipped from this exact store....
It also came with a couple loose threads.

Obnoxiously rude sales people. They lost a sale worth $1,400 by dismissing a schoolgirl trying to buy a dress for her formal. Just like in the movie Pretty Woman, lets hope they get paid on commission.

Rude and arrogant staff - bit rich when they’re the ones on minimum wage, you lost a good customer willing to spend a lot of money